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Cyber Monday Customer Service – Did it meet your expectations?

November 28, 2011

Cyber Monday and  Black Friday. By now we have all heard stories about how crazy these shopping days can get. And this year is no exception. From $199 flat screen 42 inch TVs to pepper-sprayed customers, to employees protesting the early start times, Black Friday and Cyber Monday have become an annual shopping experience unlike [...]

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How was YOUR Black Friday shopping experience?

November 27, 2011

Whew! Black Friday 2011 is now behind us. We can all relax and catch our breaths. And then get on with the rest of our holiday season. Personally, I think the whole idea Black Friday is way over done. But that’s just my personal opinion. What’s important (much more important than my personal opinion) is [...]

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What would help you improve customer service?

August 3, 2009

I need your help! Here at Amazing Service Guy Headquarters, I’m busy planning a new set of customer service products. These will be focused on one topic with the sole purpose of helping you improve customer service in your organization. But before I roll my sleeves up and get to work, I’d like to know [...]

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Engage Your Customers as You Get their Feedback

May 8, 2009

Every week I am faced with examples of how to get good feedback from customers. These days it’s a popular trend. It seems more companies than ever are surveying their customers. But many do it badly. Most attempts to engage me (as a customer) are surveys that are either too long, not relevant or inflexible. [...]

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Now is The Time to Innovate

April 7, 2009

In a recent article on airline performance and  customer service, the author cites the 19th annual Airline Quality Rating which shows most airlines had improved their on time performance and their customer service in 2008.  This sounds like a welcome change for any of us who travel. But one of the study’s authors noted that [...]

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Customer Surveys Don’t Always Tell the Whole Story

March 31, 2009

Last week I read that the Minneapolis – St. Paul (MSP) Airport had been named the best large airport in North America (and #3 in the world) for customer service quality. As a lifelong Minnesotan, I felt some pride that our hometown airport did so well in this survey. But I also saw something I [...]

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AOL Tops in Customer Service, aka the “Best of a Bad Bunch”

March 30, 2009

In a recent report published by Forrester, AOL earned the top score among the USA’s largest Internet Service Providers. This seems like something to crow about until you look at the details, as Larry Dignan (of ZDNet) did. What he found took most of the air out of AOL’s sails. AOL did in fact have [...]

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Companies Still Need to Improve Service Says New Report

January 26, 2009

Today my company published a new report on customer service. It’s called: “The State of Customer Service” and it offers a glimpse of what real people think about customer service these days. Surprisingly, the news is not all gloom and doom. But it does suggest that, in general, organizations need to continue working hard to [...]

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Communications Companies Failing at Communicating with Customers

December 11, 2008

Here’s an interesting note from MarketWatch. They report that almost two-thirds of telcommunications companies in North America fail to respond to customer requests within 24 hours.  In a recent survey released by eGain Communications Corp., they found that 20% of communications companies (cable, telcos, satellite TV/radio and mobile phone) failed to offer any response to [...]

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2008 Customer Service Survey: Tell us what you think

December 9, 2008

We’re getting close to the end of 2008. And what a memorable year it has been. Of the many things I’ll remember about 2008, one thing that stands out is how customer service has changed. But, what I think is not nearly as important as what YOU think. Now is your opportunity to be heard. [...]

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What Do Customers Really Want? New Survey Reveals the Truth

May 16, 2007

“What Do Customers Really Want?” It’s a question we should always ask and yet we often find so difficult to answer. How an organization handles this question (and the answers) will determine its ultimate success. Because if you consistently offer your customers what they want (at a price they feel is fair) you’ll have all [...]

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